Regional Customer Director

Job Purpose

.Manage and develop overall customer engagement within the assigned portfolio.

.Develop and implement business development strategies and activities in accordance with company business objectives and the local business environment to deliver profitable growth.

.Support global and regional sector initiatives and drive engagement with both internal and external stakeholders through a clear account development plan.

Accountabilities

I) Customers

External Customers

.Maintain effective relationships with the assigned portfolio by staying informed about customers business priorities and needs within the region.

.Drive and manage profitable growth within the assigned customer portfolio.

.Deliver services and solutions to customers that meet budget, quality, and agreed service levels.

.Drives/support the development of new or innovative services and value creation as part of continuous development to meet customer needs.

.Respond to and resolve customer inquiries/complaints in a timely and effective manner.

.Establish customer profiles and identify customer needs.

.Conduct Annual, Quarterly, and Monthly Business Reviews with customers effectively.

Internal Customers

.Develop a Customer Account Plan and/or Win Plan that can be adapted to meet customer needs and business fit.

.Work with the Product team, Key Account Managers, and the Bid Management team in the region to communicate and align the customer account/win plan for RFIs/RFQs.

.Engage closely with internal stakeholders by sharing insights on customer buying behaviors and competitor intelligence.

.Engage closely with internal stakeholders by sharing insights on customer buying behaviours and competitor intelligence.

II) Stakeholders

External Stakeholders

.Identify and develop relationships with customer contacts, including but not limited to decision-makers, coaches, gatekeepers, and influencers.

.Work with third-party service providers, such as packing companies, carriers, truckers, or shipping lines, for special projects when needed.

.Work with other DHL divisions for end-to-end supply chain solution design or cross-business unit (BU) collaboration.

Internal Stakeholders

.Work with countries and internal departments such as Products, VAS, Finance, First Choice, BPO, IT, and Implementation to satisfy customers needs and ensure that services are provided smoothly.

.Coach and work closely with the virtual team, including Key Account Managers (KAMs) and After Sales Managers (ASMs)/Program Managers (PMs).

.Conduct regular performance dialogues with country KAMs or ASMs/PMs.

III) Process

Customer Business Development

.Conduct customer meetings/sales visits (both potential & existing) and present company capabilities, value propositions, and business fit.

.Identify and develop customer sales leads.

.Lead market profiling and customer/competitor research and analysis activities to understand and identify opportunities and challenges.

.Develop and/or communicate effective pricing strategies to drive profitable growth and volume.

.Develop supply chain management solutions that meet customer needs.

.Develop a customer development plan/win plan and drive communication and alignment with relevant stakeholders in the region and countries such as Product and Key Account Managers, on strategies for RFQs/tenders/bids.

.Proactive selling with a buyer's perspective.

Customer Business Performance

.Effectively drive monthly, quarterly, and annual business reviews with customers.

.Overall responsible for achieving customer business targets and KPIs. Drive KPI performance reviews with customers, together with Products.

.Identify and drive continuous improvement or value creation opportunities with customers.

Skills/Knowledge

.Selling with Buyer's Perspective

.Management & Decision Making

.Project Management

.Industry/Sector Knowledge and Expertise

.Freight Forwarding Knowledge and Expertise

.Excellent Communications Skills

.Interpersonal Skills

.Influencing Skills

.Negotiation Skills

.Solution Design and Process Mapping Skills

Experience/Qualification Requirements

.Degree holder, relevant post-graduate qualifications will be an advantage.

.Minimum 10 years of solid experience in the logistics or forwarding industry or international supply chain- of which at least 5 years is on Key Account Management at a regional or global level.

.Relevant experience especially in Retail sector including Luxury brands, Fashion, Sportswear, Apparel, Beauty & Cosmetic sector will be a strong advantage.

.Fluent in English (both written and spoken).

.Proficient in computer skills such as Microsoft Word, Microsoft Excel, and Microsoft Powerpoint.